Hello, 

FCM part of FCTG is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience.

As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions.

Winner of the World's Leading Travel Management Company Award at the WTM for nine consecutive years (2019-2011), FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24/7 service and are available online and offline.  FCM has won the coveted Great Place to Work certification for the fifth time! FCM Travel India is one of India’s Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services.

A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

Summary

The Service Delivery Manager is the local manager for Techlab team members and is responsible for service delivery governance across assigned technology business units, local people processes, recruitment, and the transition of services or modules to the local team. Global stakeholders (Product Managers, Product Owners, Technical Leads and Engineering Managers) own delivery priorities, work assignment and day-to-day direction, and treat global and local members as one team. The role ensures services are delivered with high quality, strong stakeholder engagement, effective resource utilisation and consistent operational governance, risks and issues are proactively managed, team members are well supported, and agreed service and delivery outcomes are achieved.

Day in the life:

Service Delivery Leadership

• Own service delivery governance across assigned business units, ensuring delivery commitments, priorities and outcomes are clearly understood and achieved. Priorities and work assignment for work directed by global stakeholders remain with those stakeholders; the SDM is accountable for operational delivery of services fully transitioned to the local team.
• Establish effective delivery governance, operating rhythms and performance reporting across multiple teams and workstreams.
• Ensure delivery is aligned with business objectives, customer expectations and agreed service commitments.
• Support accountability across delivery teams by proactively raising blockers, dependencies, risks and issues with the responsible stakeholders and escalating where needed.

Stakeholder Management

• Build strong, trusted relationships with business stakeholders, technology leaders, product owners, project managers and delivery teams.
• Act as a key point of contact for service and delivery-related matters, providing clear and transparent communication on progress, capacity, risks and priorities.
• Facilitate regular stakeholder reviews, QBRs and delivery forums, ensuring actions and decisions are documented and followed through.
• Understand stakeholder needs and translate them into clear local actions, resourcing requirements and actionable outcomes, without altering task priorities set by global stakeholders.
• Run a fortnightly or monthly cadence with global stakeholders (Product Managers, Product Owners, Technical Leads and Engineering Managers); collect, consolidate and track feedback on local team members.
• Attend sprint demos and reviews to understand what and how the team is delivering, so that feedback and coaching are well informed.
• Align with stakeholders on workforce and capacity risks (attrition, planned absences, hiring needs) and remain reliably available for cross-time-zone calls and escalations.
• Partner with vendors and outgoing teams during transitions, managing expectations on timelines, scope and handover quality.

Project & Delivery Management

• Support delivery of projects and initiatives across multiple technology teams through demos, reviews and Jira dashboards (read-only), ensuring scope, timelines, dependencies, risks and outcomes are visible and actively managed with the responsible stakeholders.
• Coordinate local capacity, availability and resourcing across multiple concurrent initiatives, working with global stakeholders who own prioritisation and work assignment.
• Apply Agile, Lean and appropriate project management practices to improve predictability, flow and delivery outcomes.
• Monitor delivery milestones, capacity and key performance indicators and drive corrective action through the responsible stakeholders where required.

Resource & Capacity Management

• Plan and optimise local team capacity, availability and rosters across competing priorities and workstreams, in partnership with global stakeholders who direct work allocation.
• Identify resource constraints, capability gaps and emerging capacity requirements and work with leadership to address them.
• Support workforce planning, recruitment requirements and effective utilisation of delivery resources.
• Work with team leaders and managers to ensure appropriate skills, coverage and succession plans are in place.

Service Quality, Governance & Risk

• Establish and maintain delivery governance, standards and controls to ensure consistent and high-quality outcomes.
• Track KPIs, service performance, delivery health, risks, issues and dependencies, providing timely escalation and resolution.
• Drive effective risk and issue management, ensuring mitigation and recovery plans are established for material delivery risks.
• Ensure appropriate documentation, SOPs, knowledge transfer and operational readiness are maintained.

Continuous Improvement & Transformation

• Drive continuous improvement initiatives that improve delivery efficiency, quality, customer experience and team effectiveness.
• Identify opportunities to simplify processes, improve automation, reduce operational friction and strengthen delivery maturity.
• Promote adoption of Agile, Lean, DevOps and other relevant delivery practices where appropriate.
• Use delivery data, stakeholder feedback and operational insights to identify and implement measurable improvements.
• Use Jira workflows and dashboards (as a read-only observer) to understand team flow, workload and delivery health.
• Model responsible use of AI tools and apply them to feedback summarisation, reporting, documentation and pipeline tracking.

Team Leadership & Development

• Lead, coach and mentor delivery professionals and team leaders, fostering a culture of collaboration, accountability and continuous learning.
• Develop high-performing teams through regular feedback, capability development and clear performance expectations.
• Create an environment that encourages ownership, innovation, knowledge sharing and customer-centric behaviour.
• Support effective change management and help teams adapt to evolving business and technology priorities.
• Coach team members on productivity and effectiveness, particularly when the need arises from stakeholder feedback, in partnership with the stakeholders concerned.

Transition to Operations and Service / Module Transition

• Ensure projects and technology initiatives have appropriate transition plans before moving into production or ongoing service operations.
• Coordinate with service operations and support teams to ensure effective handover, documentation, training and knowledge transfer.
• Ensure operational readiness, support ownership and post-implementation activities are clearly defined.

Where a service or module moves from a vendor or global team to the local team for full ownership, the SDM owns the transition end to end.

• Plan: Define scope with the outgoing party, build the transition plan (knowledge transfer, shadowing, reverse shadowing, handover) and align contractual aspects with vendor management, procurement and legal where relevant.
• Resourcing: Assess skills and capacity, identify owners, plan hiring ahead of need, arrange training, and manage key-person dependencies and workload impact on individuals.
• Governance: Run regular checkpoints, track milestones and risks, hold the outgoing party to its obligations, and ensure access, environments, tooling and compliance are in place.
• Readiness: Agree objective readiness criteria and sign-off gates, plan hypercare, and set up Jira workflows, queues and escalation paths for the service.
• Steady state: Remain accountable for SLA performance, incident trends, capacity and key-person risk; hold 30/60/90-day reviews and capture lessons learned. Daily work direction sits with a designated local service owner or tech lead.

People Process Governance & Performance Support

Global stakeholders own the evaluation of work, performance judgements and day-to-day development conversations. The SDM drives the process, ensures it runs on time and with quality, and supports both sides.

• Appraisals: Drive the calendar, briefings, templates and follow-up for goal setting, mid-year check-ins, stakeholder input, ratings and calibration; quality-check inputs for gaps, bias and missing evidence; facilitate delivery of final feedback.
• PIPs: Ensure stakeholder-defined expectations are specific, measurable and time-bound; set review cadence, track progress, keep records and coordinate outcomes with HR.
• Probation: Track timelines, trigger checkpoints, consolidate evidence-based assessments and coordinate confirmation or extension.
• 1:1s: Ensure stakeholders hold regular 1:1s. Hold local check-ins focused on wellbeing, workload, aspirations and concerns, not task direction.
• Growth: Run promotion and role-change processes; shape development plans and coordinate stretch opportunities with stakeholders.

Recruitment & Talent Acquisition

Global stakeholders define requirements and decide technical and team fit. The SDM runs the end-to-end process and keeps everyone informed.

• Intake: Initiate new and replacement requisitions; run calibration calls with stakeholders on scope, must-have skills, seniority, fit and working hours; convert them into a hiring brief.
• Sourcing and screening: Work with talent acquisition, screen profiles against calibrated requirements (including a first-level technical fit check), and share shortlists with a fit-and-gap summary.
• Interviews: Coordinate panels across time zones, brief interviewers, chase timely evidence-based feedback, and monitor pipeline health.
• Reporting and closure: Share regular progress updates (pipeline, time-to-hire, risks), facilitate the selection discussion, and coordinate offer, negotiation, notice-period tracking and joining.

Local Operations & Onboarding

• Manage WFH/WFO rosters and ensure availability during business hours and overlap windows with global teams.
• Approve and track leave in the local system, and communicate planned absences to stakeholders to avoid delivery impact.
• Own the pre-joining and first-30-days experience for new hires, and coordinate access, equipment, offboarding and vendor-related administration with HR, IT and admin.
• Ensure compliance with local policy and code of conduct.

Wellbeing, Engagement & Conflict Resolution

• Be the first point of contact for team members' concerns; monitor workload, morale and burnout risk and raise issues with stakeholders.
• Represent team aspirations (career, projects, learning) to global stakeholders.
• Mediate conflicts or misalignment between global stakeholders and local members, including cross-location cultural friction.

Escalate risks, attrition signals and systemic issues to senior leadership with recommendations

You'll be perfect for the role if you have:

• Proven experience managing multiple concurrent initiatives and leading multi-disciplinary technology teams. Proven experience running appraisal cycles, PIPs, probation reviews and leave management; driving end-to-end recruitment or hiring coordination for technology roles; and leading a service, module or knowledge transition, including vendor or cross-team handovers.
• 15+ years of total professional experience, including 5+ years of delivery management and/or project management experience and 4+ years managing people in technology or engineering teams.
• Degree in Information Technology, Computer Science, Business, Engineering or a related field (or equivalent experience). Relevant certifications such as PMP, PRINCE2, Scrum/Agile, SAFe, ICAgile, ITIL, CIPD or equivalent are advantageous.
• Normal business hours, with flexibility required to support global stakeholders and delivery requirements, including cross-time-zone calls, overlap windows and escalations.

#LI-YS1#FCMIN#LI-Onsite

Work Perks! - What’s in it for you: 

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm. 

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

Market Aligned remuneration structure and a highly competitive salary 

Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself 

Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave 

Great place to work - Recognized as a top workplace for 5 consecutive years, which is a testimonial of our commitment towards our people 

Wellbeing Focus - We take care of our employee with comprehensive medical coverage, accidental insurance, and term insurance for the well being of our people.

Paternity Leave: We ensure that you can spend quality time with your growing family 

Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons  

A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally.

Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it! 

Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service. 

We value you... 

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.  

Who we are... 

Since our beginning, our vision has always been to open up the world for those who want to see. 

As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).  

We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future. 

We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities. 

Irreverence. Ownership. Egalitarianism